Improvements to the Case grid

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Important

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Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Jul 31, 2022 - -

Business value

The Case grid in Unified Interface has been modernized to increase agent productivity and enhance the agent experience. The data and visualizations will help agents and supervisors make quicker decisions and perform bulk operations.

Feature details

Key capabilities include:

  • Ability to view icons for priority and the origin channel, and avatars for the assigned agents.
  • View key data such as case age, next SLA breach, and latest activity.
  • Perform inline edits and use quick navigation to respond to the latest communication.

See also

Enable case grids (docs)